Complaints Procedure

Essex Auto Group makes every effort to maintain its dedication to retailing
excellence for our customers in all aspects of our services and we
constantly strive to 'do it even better for you' by going the extra mile.
After 26 years of business in Essex, we have proved that we are here to
provide the very best service we can, so that customers come back time
and time again.

However, even with the best relationships, sometimes there are disagreements.

Essex
Auto Group is your first port of call should you feel that anything has
gone wrong with the service that we provide to you. By filling in and
submitting the form on this page, you can leave an enquiry and we will
then attempt to resolve your issue as soon as possible.

Consumer Rights Act 2015 – Rejections and refunds

After 1st October 2015, if a customer has a legally justifiable and
Essex Auto Group-approved reason for rejecting their new vehicle within
the first 30 days of ownership, a refund will be given without undue
delay.

Essex Auto Group will action any agreed refund once the
customer is able to recover the V5C registration certificate (log book)
from the DVLA and can then hand it over to Essex Auto Group.

​

Motor Codes

If you feel we have not resolved your issues, you
may like to know that Essex Auto Group is subscribed to the Motor
Industry Codes of Practice for New Cars and Service & Repair. The
Chartered Trading Standards Institute and Motor Codes (a self-regulatory
body for the automotive sector) are partners, providing these
Government-backed codes of practice for garages.

​

Should you have a dispute with Essex Auto Group regarding New Cars or
Service & Repair that cannot be settled, we refer you to Motor Codes
Ltd, a CTSI-certified Alternative Dispute Resolution (ADR) provider
that we are prepared to engage with through the ADR process. Further
details can be found at adr.motorcodes.co.uk or alternatively you contact their Advice Line on 0800 692 0825.

Welcome to Essex Auto Group. To optimise your experience, cookie settings on the website are set to allow all cookies. By continuing your journey throughout the website, you consent to this. You can change these settings here.

Financial Disclosure

Allen Ford (UK) Limited T/A Essex Auto Group is authorised and regulated by the Financial Conduct Authority (our registration number is 710890) and which is permitted to advise on and arrange consumer credit contracts. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. We are only able to offer finance products from these providers. You can validate this information on the Financial Services' Register by visiting the FCA’s website: www.fca.org.uk/register/ or by contacting the FCA by phone on: 0800 111 6768.